SMS Assist Summary
SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like retail and restaurant with a dense Affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis.
Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity. We are now launching a Phoenix location to expand upon the 16 years of success of our Midwest operations, which are headquartered in Chicago, Illinois. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture.
Job Summary
The Bilingual Customer Service Representative on our Customer Service and Support Team works with our network of Affiliates, clients and residents by managing all our clients’ repair and maintenance needs within our technology platform, One by SMS Assist.
The Customer Service and Support Team acts as a full maintenance customer care center for our clients, who own residential and commercial properties across the United States. The Customer Service Representative is responsible for handling inbound calls from residents and store managers to create new maintenance service requests or provide updates on existing service requests. The Customer Service Representative will create work orders in our proprietary software system, working through troubleshooting questions and logic to accurately determine the nature of the issue affecting the property. The Customer Service Representative will then properly document and classify the work order to ensure a timely and cost-effective repair by one of our qualified Affiliates. The goal of the Customer Service and Support team is to create the perfect work orders, allowing for seamless dispatch and completion of work by our network of vendors.
This role communicates predominantly on the phone and electronically with Residents, Affiliates and Clients to drive the efficient and effective creation and completion of maintenance services, while keeping all stakeholders updated throughout the service period. We are currently hiring for evening shifts and weekends.
Responsibilities
Professional Skills
Role Specific Skills
Minimum Qualifications
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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
SMS Assist is on a mission to deliver a better experience in the facilities management industry. We’re doing this by delivering optimum levels of quality, timeliness, and cost to more than 186,000 properties across retail chains, restaurant chains, banks, residential communities, and more. The industry knows us for our proprietary cloud technology, easy access to more than 20,000 vetted service providers, and a customer service organization available 24/7/365.